System Support Engineer

Job Brief:

The IT Support Engineer is responsible for providing first-level technical support to end users by troubleshooting hardware, software, network, and account-related issues. The role focuses on resolving incidents, escalating complex issues to higher support levels, and ensuring a high level of customer satisfaction.

Job Responsibilities:

• Provide first-line technical support via phone, email, chat, and ticketing systems.
• Install, configure, and troubleshoot Windows/macOS desktops and laptops.
• Diagnose and resolve hardware, software, printer, and peripheral issues.
• Create, modify, disable, and manage user accounts in Active Directory.
• Configure Outlook, Microsoft Office and other business applications.
• Perform password resets and MFA (Multi-Factor Authentication) support.
• Install and configure software according to company standards.
• Troubleshoot basic LAN, Wi-Fi, VPN, ADDS, DNS, DHCP, and internet connectivity issues.
• Configure and support IP phones, softphones, and basic VoIP issues.
• Set up new employee Assets such as Laptops, workstations, Cell Phones and perform user onboarding/offboarding.
• Maintain IT asset inventory and update asset records.
• Escalate unresolved issues to L2/L3 teams with complete troubleshooting details.
• Document incidents, solutions, and knowledge base articles.
• Ensure compliance with IT security policies and best practices.

Job Requirements:

• Windows 10/11 administration
• Microsoft 365 administration (basic)
• Active Directory & Group Policy (basic)
• Microsoft Outlook, Teams, OneDrive
• Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Hardware troubleshooting (PCs, laptops, Cell Phones & printers)
• Basic VoIP/IP Telephony knowledge
• Basic Networking Knowledge
• Ticketing systems (Zoho Helpdesk)
• Remote support tools (AnyDesk, TeamViewer etc)
• Critical System Backups and Restore
• Qualifications: Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).
• Experience: 2–3 years of experience in IT Support Field.

Soft Skills:

• Strong communication skills.
• Problem-solving and analytical thinking.
• Ability to prioritize tasks and work under pressure.
• Team player with a positive attitude.
• Good documentation and reporting skills.